Complaints
This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,925 total complaints in the last 3 years.
- 2,125 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a shower 22 March 2022. After many delays it finally arrived April 9. It was smashed so they ordered a replacement. The company kept giving me delay after delay when I would call to find out where it was and why it wasnt coming in the given time. I continuously had to call to get updates and they kept telling me that it was going to ship, was in transit, at a warehouse, every excuse in the book. I just called again today and they have now told me that it has been lost. How do you lose a shower? They now gave me a delivery date of past 6 june! 3 months later! Had I not called they never would have looked into it and found that it was lost.They refuse to give me any more compensation, or do anything to make the shipping go faster. And said that there is nothing I can do except for cancel the order. The problem is that half the shower has already been installed that wasnt broken. So I would have to rip the shower out and start completely over with a different shower if I were to do this. Causing me tons of money that I dont have! This company is the only one that sells this particular shower so I am completely at their mercy. Further, my contractors have moved onto other jobs and I need to give them a date to reschedule the installation but I dont have one. Even once the shower arrives I dont know if they will be available to install it for who knows how long. My only option is to wait the rest of the three months and hope that it arrives. Until then, I dont have a shower and I have to go to a neighbors house for the past three months to shower!!! This is suffering beyond what anyone should endure. This company needs to do better. Get expedited shipping, and compensate me for all the hardship and legwork I have had to do because I cant shower at my own home.
Business Response
Date: 05/18/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.
We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order has been deemed lost in transit and failed to arrive at our local delivery terminal. We initiated a dock search to locate the merchandise, the ****** 60" x *****" Rectangle Sliding Shower Enclosure with Base Included was not found and we agree with the customer, the delay is unacceptable.
We have refunded a portion of the cost of the item back to the original payment method.
We reached out to the customer to further apologize and to facilitate the reorder of this merchandise. If the customer has any additional questions, they may contact ***** Czech at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:05/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Dandy fridge from wayfair. I plugged the fridge in and noticed a unusual sound. I contacted chat support to notify wayfair that the product sounded defective. **************** refused to assist me with a refund. This fridge sounds like the motor is defective. I dont want a replacement dye to this fridge is heavy and hard to dispose of j just want a refundBusiness Response
Date: 05/20/2022
To Whom It May ****************** apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we fully refunded the customer on May 15, 2022 and May 16, 2022.
On May 15, 2022, the customer notified us that the Freestanding Beverage Refrigerator they ordered and received was defective.
We reached out to the customer to further apologize for the trouble.
If the customer has any additional questions, they may contact *********************** at ************.
We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:05/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered an outdoor dining set and after I ordered I noticed they are shipping to an old address. The website didn't confirm my shipping address before I ordered. It did not see anything until after it was ordered. I immediately contacted customer care and explained they had the wrong address. I received an email from a Oquail M stating they will check into cancelling my order. Then I got a *************************** - Wayfair ******** Service Agent who said if it doesn't get cancelled to set up a return. How? Am I going to set up a return from an address I no longer live at?? Then I get an email stating my order cannot be cancelled because it's already been shipped.. I immediately cancelled 1 minute after I ordered cause I noticed the wrong address on the shipping. What this Wayfair is doing is trying to get free money for something I cancelled way before being shipped. I ordered on a Saturday so I know it wasn't shipped immediately. I'm not dealing with this place any longer! I WANT the order cancelled immediately!!The Order # ********** I ordered on the 14th of May they want to deliver it May 20. There's plenty of time to cancel this order!!Business Response
Date: 05/20/2022
To Whom It May ****************** apologize for the inconvenience the customer experienced with their order. In an effort to rectify the situation, we fully refunded the customer on May 19, 2022.
Regrettably, the Akshay 3 Pieces Patio Rattan Bistro Furniture Set was not properly canceled at the correct time.
We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact *********************** at ************.
We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 05/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
Date:05/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered product 4/4/22 was not to my satisfaction returned product and they've never refunded my money there is excuses after excuses I want my money now.Business Response
Date: 05/18/2022
To Whom It May ************************ sincerely apologize for the experience the customer has encountered with their order.
We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers and look forward to helping find a positive resolution for the customer. With the contact information we have on file and provided here with the BBB, we have not been able to reach the customer. We would like to reach out to the customer to further apologize and offer assistance with their purchase.
In order to help find a resolution, we invite them to contact Trixie N at ************. We hope this information helps resolve the complaint.
Kind Regards,Wayfair.com
Initial Complaint
Date:05/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a patio furniture set Wragby 5 Piece Rattan *********************** with Cushions from Wayfair during their WayDay sales on April 27, 2022 for $699.99. Yesterday, we received a letter from Wayfair stating that they oversold the item and were canceling our order. They then offered a 10% discount for something else.When I went on their site to shop, I found that the exact item we ordered was available (same SKU and manufacturer) under a new title with delivery in 2-3 weeks at a price of $1149.99 ($450 more than we paid). I called and spoke to ******, a supervisor, and asked why my order was canceled for being oversold when the item is clearly in stock! She told me that the price I purchased it for on WayDay was an error and it was listed incorrectly. She continued to state that in their terms and conditions it states that they have the right to cancel any order that was incorrectly posted on their site.I argued that the letter did not say that it was being canceled due to incorrect pricing but due to being oversold. ****** said that the email is just a form letter they send out. Again, I told her that if the item is available whether priced wrong or not we are entitled to it at that price because the letter sent to us only said it was being canceled due to no stock. ****** insisted she could not adjust the price and fulfill our order.I then asked ****** if anyone received their order at the WayDay price or if all orders were canceled due to a pricing error, to which she replied (paraphrasing)I dont know. Im sure some may have, but I cant see that on the computer. I told her if she cant prove that all orders were canceled then I am entitled to it at that price if the item is available which it clearly is. Again she refused to fulfill the order or adjust the pricing.Clearly they are using this excuse of mis-pricing the item as a way to charge people more money for the same item. I would like delivery at the price we paid on WayDay.Business Response
Date: 05/20/2022
To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
The ****** 5 Piece Rattan *********************** with Cushions was incorrectly listed and is out of stock. It is never our intention to mislead our customers and we regret when these rare errors occur.
To rectify our error, we have provided a full refund to the customer.
If the customer has any additional questions or concerns, they may contact *********************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 05/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have spoken to ***** and discussed the situation. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******************************Initial Complaint
Date:05/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
order # **********. i did purchase with wayfair for a Mattress few months ago that had issues from the day 1.Wayfair had provided me with discount to keep the mattress in question. However the problems persisted terribly. They then provided another discount to keep it and problems still continue going on. Never along the process did they offer to come pick up the mattress and refund my money only kept offering me discount upon discount fast forward to now this mattress is basically in shambles. I just really would prefer to have my money back at this point. When I contact customer service I get you need to speak to customer adovacy team but you cant reach them directly they have to reach you. So basically theyll never reach out and ill get no help here. Worse business ever do not buy mattresses from them.Business Response
Date: 05/23/2022
To Whom It May *********** style="box-sizing: inherit; color: rgb(33, 33, 33); font-family: proxima, helvetica, clean, sans-serif; font-size: 14px; -webkit-text-stroke: 0.5px rgba(0, 0, 0, 0.1); background-color: rgb(255, 255, 255);">
We sincerely apologize for the inconvenience the customer experienced with their order.
The customer placed their order for the 14" Medium Gel Memory Foam Mattress on December 27, 2021. When the mattress was delivered, the customer contacted us on December 30, 2021, to notify us of several defects with the product.
We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units or offer a refund for damaged or defective items. On December 30, 2021, a discount to keep the item as is was processed to the customer. A second discount to keep was done on 1/22/2022.
We work hard to create an effortless experience for our customers and we apologize that this wasnt the case with this order. We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage.
We reached out to the customer to further apologize for the trouble. If the customer has any additional questions or concerns, they may contact *********************** at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 05/23/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. They refunded my afterpay and I was very content. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:05/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wayfair had a Wayfair sale of up to 80% off. We found a great outdoor conversation set at a great price and purchased it in late April. On Friday May 13, I received an email from Wayfair stating they had to cancel my order because we were undercharged. They made a mistake on the sale price and under charged. Any one who purchased this set had to have their order cancelled.I called them and explained how is it my fault they undercharged and any reputable company would honor the transaction. They informed they could not and in return give me 20% off a future purchase. My money would also go to store credit and not a refund. I purchased an item that was far more than 50% off and getting something 20% off for future seems shady. Also i believe it is wrong to cancel an order because the company undercharged. If it was discontinued or out of stock for an extended time then I can understand but to cancel due to charging too low is not a correct course of action for a business.My order number was ********** and was for the ******* Wicker/Rattan 7 - ******************** with Cushions. It had been listed as $1459.99, but was on sale for $459.99. Since the sale was for up to 80% that falls in the area of under 80% off and thought it was a good deal.I am hoping the BBB can help in this meager.Business Response
Date: 05/20/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding pricing. The customers order has been canceled and a full refund issued.
We do our best to ensure our products are listed with the correct and most up-to-date information. Regrettably, when the customer placed their order for the ******* 6 Piece Rattan ****************** with Cushions, it was listed with the incorrect price. We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
We reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact *************************** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:05/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday May 7th, I made a purchase for $582.99 for a 6 person patio set with cushions from wayfair. What it received was a table and only 2 chairs. I attempted multiple times to click on the link from my order email to verify if I made a mistake in what I read (despite the description saying Mcgahon rectangular 6 person long dining set with cushions by lark manor). The link would then only bring me to wayfairs site and show me an extensive list of patio sets, not the one from my order link. I then searched the set myself on the site and found the same set now pictured for over $1000. Which is not at all what I clicked on, or paid for. After an extensive phone call with a customer service rep from **********************, the woman also concluded that she is seeing a way for the chairs to be purchased in sets of 2 but understood thats not what I selected or ordered. She herself could not find my set via the hyperlink in my order email or any other way. She believed that it was either poor advertising or an overall error. She explained to me that I would be refunded $315 and a 10% coupon so that I could then order the 4 chairs I was missing without much extra cost (but still extra cost, which is also unfair). But I was specifically instructed to keep the chairs I had and order 4 more with the refund. Im now being told the vendor wants the 2 chairs back and if I dont send them back, I wont get my refund. This being AFTER I just ordered 4 more chairs to complete the set at no fault of mine due to false advertising. The supervisor I spoke to the second time I called refused to rectify the situation and said its out of her hands.Business Response
Date: 05/20/2022
To Whom It May ********************* sincerely apologize for the inconvenience the customer has experienced with their order.
The item was incorrectly listed with ******* Rectangular 6 - Person *****'' Long Dining Set with Cushions as an error. We never intend to mislead our customers, and we regret when these rare errors occur.
We have provided the complete set as listed in our price to the customer to rectify our error. If the customer has any additional questions or concerns, they may contact *************************** at ************ We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 05/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
Date:05/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an order cancelled on me that I purchased during a sale and was asked to call customer service. The purchase price was $1494.48. During this hour long call I was given many excuses, but eventually told they would resell me my order for 1700$. I asked for the quote to be sent over email, and was instead pressured to place the order immediately over the phone. I eventually was told the quote would be sent, and asked to hang up. When I refused to hang up before the email was received, I was pressured to hang up. The email quote I recieved was for 2452.35$. When I asked why there was a discrepancy, I was given the run around and told that when ordering I would need to call back to receive the special price. When I pushed for the correct quote to be sent, I was again put on hold. When the person returned I was informed that the special price was no longer available and there was nothing more the company was willing to do. This company made me feel unsafe and attempted to lie to me and pressure me over the phone with out putting it in writing.Business Response
Date: 05/20/2022
To Whom It May ********************* sincerely apologize for the trouble the customer has experienced with their order.
We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is back-ordered without prior notice. On May 11, 2022, the customer was notified by email the patio sets were placed on backorder for several months. We received an update from the manufacturer that this model is out of stock with no restock date. We were forced to cancel this order on May 12, 2022.
We reached out to the customer to further apologize for the trouble and provided them a coupon for their next purchase for an item that is available. If the customer has any additional questions or concerns, they may contact *************************** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:05/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered leather reclining couch from Wayfair in March. Was called and told my couch was ready to be delivered to *******. We moved from ******* March 2nd. Told them the couch was to come to **** ********** in **********, ********. She said it would be delivered May 4. No couch on May 4. Called Wayfair numerous times and they said the couch would be here soon. The ******* transport company is Crosstown so I called them back and the said the couch was probably sent back to Wayfair because they dont deliver to **********, ********. Wayfair gave me the number of a ********** company that supposedly was to receive my couch. Called these people and they said they had never received anything from Wayfair. After many more calls to Wayfair, nothing has happened. Still no couch. Your help would be most appreciated.*****************************Business Response
Date: 05/20/2022
To Whom It May **************************** apologize for the inconvenience the customer experienced with their order.
The customer placed their order on March 30, 2022. At the time of purchase, we provided them with an estimated ship date of April 08, 2022. When the customer contacted us on April 21, 2022 to request an address change the items had already shipped out.
When the item is already in the process of being shipped, we can no longer change the shipping address on our end. Some address changes can be processed by the carrier portal once tracking information is available, but must be requested by the customer. It is never our intention to mislead our customers in any way and we regret when these isolated incidents occur.
We have reached out to the customer to further apologize for the frustration caused.
If the customer has any further questions or concerns, they may contact *********************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 05/21/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.